We see folks from all different brands here and there. Of course you hear this story and that story just by being in the business. We don't hold much strength in some comments because you usually only hear one side of the story. I certainly agree that service and customer support is among the most important facets of the business. Everything mechanical can and will break. It's how the customer is treated while the repair is needed. We have learned from past mistakes with communication as well.
Glad to see you have moved into a MF. A lot of the BIG stores seem to lose their sense of family with their customers. Everybody just becomes a number instead of a name. One of my biggest goals is to know every person's name that I have sold a tractor to when they walk in the door. It may be 2 years after the sale, but when you say "Hi Bob, how's it going?" as they walk in.. most are floored that you even remember who they are!